Customer Success, Enterprise

Role Overview

• Be the primary relationship owner for a book of existing customers in Japan: retention, renewals, upsells and adoption-driven expansion.
• Build trusted executive and technical relationships with customers (in Japanese and English). Run regular business reviews and create expansion roadmaps tied to business outcomes.
• Drive customer adoption of Fivetran connectors and platform features through consultative, use-case driven conversations — translate technical capability into measurable business value.
• Manage the full contracting lifecycle for your book: planning, strategy, negotiation, amendments and execution (working closely with Legal and Sales Ops).
• Provide timely and accurate forecasts for renewals, expansions and amendments; keep Salesforce and forecasting tools up to date.
• Partner cross-functionally with Customer Success Managers, Sales Engineers, Product, Marketing and Partners/SIs to deliver excellent outcomes and smooth implementation/migration projects.
• Act as the escalation owner when issues arise; resolve problems quickly and transparently while protecting the customer relationship.
• Capture and communicate customer feedback, competitive intelligence and product requests to influence product and go-to-market strategy.
• Create customer advocates and referenceable success stories for the Japan market.
• High customer satisfaction (CSAT / NPS) and strong customer health metrics across your book.
• Consistent, predictable renewals and measurable ARR expansion driven by adoption and consumption.
• Accurate, timely forecasting and clean CRM hygiene.
• Strong, long-term partnerships with customers and local partners/SIs.

Requirements

• Native Japanese speaker with strong professional English (daily business and executive communication).
• 3+ years (preferably 4–7) of demonstrated success in SaaS Account Management, Customer Success, or Enterprise AE roles managing renewals, upsells and contracting.
• Strong project management skills — able to coordinate multi-stakeholder technical projects, migrations and onboarding programs end-to-end.
• Exceptional personal integrity and customer centricity — you build trust and act with transparency.
• Highly detail-oriented: excellent contract/review discipline, accurate forecasting, and clear documentation.
• Proven negotiation experience handling renewals, amendments and commercial conversations.
• Experience with CRM and forecasting tools (Salesforce preferred) and strong organizational skills to manage many concurrent accounts.
• Comfort working cross-functionally and influencing without formal authority.
• Familiarity with data platforms, ETL, analytics, or engineering teams is strongly preferred (ability to have technical conversations with architects and analytics leaders).
• Ability to travel domestically as customer needs require.

Tech Stack

• ETL

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.